How is technology likely to change the iGaming industry in the next few years?

iGaming completely lives and breathes technology, so it’s no surprise that any developments have a big impact on the industry. Whether it’s artificial intelligence shaking up customer service, recommendations and security or cryptocurrency shaking up the way we pay, tech has impacted every aspect of the iGaming experience.

Incorporating artificial intelligence

One of the biggest technological developments has been the introduction of AI, which has had a hand in shaping absolutely every aspect of the iGaming industry we know today.

Improving customer service

You might be surprised to learn that the very first chatbot has roots all the way back in 1966. Computer scientist Joseph Weizenbaum used a typewriter to create an AI psychotherapist¹. Today, chatbots are used by iGaming platforms to improve customer service efficiency.

Live chats which use these AI bots to provide instant responses. They maintain accuracy by searching internal databases and the internet for the right answer. There’s always going to be queries that need a human to resolve them, but AI also helps with this by freeing up human representatives for the more complex questions. In the future, we’re likely to see more and more iGaming platforms incorporating AI into their customer service.

Enhancing security

AI is also set to play an important role in the future of security in the iGaming industry. One of the biggest threats providers face is a form of fraud often referred to as bonus abuse, which consists of users signing up for multiple accounts so they can claim the same bonus more than once.

Now, AI is being introduced to help tackle bonus abuse. By analyzing player behavior, an AI algorithm can identify suspicious activity. It looks for things like the same details being shared across more than one account. It also flags bot players when an account is constantly active or makes decisions faster than humanly possible.

Getting personal

Although you might not always realize it, our internet experience is becoming increasingly more personal these days, and AI plays a big role in that. It’s able to analyze vast amounts of data to determine our playing preferences and then recommend new games which suit us best.

Personalization extends beyond recommendations though, as it also applies to elements like the ads we see. Once again, the ability to analyze vast amounts of data comes in handy as AI is able to determine the advertisements which best fit our interests.

Choosing the future with Agentic AI

Agentic AI is an alternative form of AI which has more autonomy and enhanced decision-making processes². It’s big news when it comes to marketing and personalization in the iGaming industry as it could automate every step, including determining preferences, generating materials and then delivering them.

Still partially in development, this new form of AI could determine which users would benefit from specific marketing materials and then send them out itself. In the next few years, we could see iGaming emails in our inbox being sent by AI.

VR bringing players closer to the action

When it comes to the iGaming industry, virtual reality (VR) has been a welcome addition that supports more immersive games than ever before. One of the complaints of those switching from in-person casinos to iGaming platforms is the lack of atmosphere. Achieving the same bustling vibe and bright lights of Vegas is a massive challenge, but VR has helped the industry rise to it.

How is VR used in iGaming?

Players can put on their VR headsets to be immersed within a buzzing virtual world. There are intricate graphics as well as all the sounds you’d expect to hear at a real casino — like the bell of the slot machine. In addition, players are even able to interact with elements like spinnable wheels, moving cards and other characters. They’re also able to customize their avatar, which represents them in the virtual world.

What’s in store for the future of VR?

VR has gone through quite a few hype cycles since the 1990s, with one of the most notable following the launch of Oculus in 2012. However, it hasn’t yet fully reached the potential many experts expected. It’s not like every house owns a VR headset in the same way they own game consoles.

One of the main boundaries to its adoption has been accessibility. Apple’s VR was priced at a staggering $3,500 when it first launched in 2024³. Although that was just last year, prices have been coming down recently, making the technology considerably more affordable. The games available, which are growing steadily in number, have also helped to increase the popularity of VR. Greater adoption would likely lead to many more iGaming platforms developing VR options.

5G and better internet connection

The main appeal of using iGaming platforms for many players is the convenience of being able to play from wherever they like and whenever they want. Players no longer need to go to the trouble of traveling to an in-person venue — instead they can simply take out their phone to play their favorite games.

It goes without saying that this benefit relies heavily on a solid internet connection. That’s why the development of tools intended to vastly improve communication and connection standards, such as 5G, is so important for the iGaming industry.

What is the point of 5G?

5G is intended to improve connection on the go, allowing for faster loading speeds and improved responsiveness compared to its predecessors. Thanks to its greater bandwidth, 5G can also serve more devices at once, making it ideal for crowded areas like airports. The reality of 5G though hasn’t been quite as rosy as promised, some areas suffer from patchy coverage and annoyingly frequent signal drops⁴.

The iGaming industry also faces further connectivity challenges, such as the recent Starlink outage which left tens of thousands of users around the world without internet. Users from the USA to New Zealand found themselves without internet for several hours one day in July of this year⁵! Improving connectivity is one of the clearest focuses of the iGaming industry, with the goal of helping ensure all players have access to their favorite games wherever they are.

Changing the way we pay

Cryptocurrency has completely changed the way we pay, with many iGaming providers now offering it as a payment method. It’s not uncommon to see Bitcoin, Ethereum and even Dogecoin supported by online casinos and bookies. They’ve become popular with players thanks to their lower fees, faster transaction speeds and lack of exchange rate.

The tech behind crypto

Crypto relies on blockchain technology. This virtual ledger records all the transactions associated with a cryptocurrency⁶. It’s publicly available, so everyone can keep track of the transactions, which helps to prevent fraud and manipulation.

The most revolutionary aspect of crypto though is that once a transaction is recorded it cannot be changed or removed. This helps to improve levels of transparency and build trust between retailers, supply chains and users. The technology is used in other ways throughout industries, including iGaming, to maintain records that cannot be altered.

How has tech shaped the iGaming industry?

Technology developments like AI and VR have completely shaped the iGaming industry of today. They’ve helped improve the experience for players through better customer service, heightened security, additional ways to pay and more realistic games. It’s hard to picture what the iGaming industry would look like without these recent tech developments, and that’s why you can be certain they’ll continue to shape the industry in the future.